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最新的 IBM Certified Support Specialist C2010-024 免費考試真題:

1. Once an engineer has taken ownership of a Non-OneTeam PMR, which field must be updated?

A) Keyword 1
B) Keyword 2
C) APAR Number
D) Next Queue

2. An engineer working in the BackEnd (BE) receives a new One-Team PMR from the FrontEnd (FE).
What should the NextQ field contain?

A) the NextQ field is only used for escalation
B) the BE engineer's monitored queue
C) nothing, the NextQ will be filled in by the BE
D) the FE engineer's monitored queue

3. Response Time Met shows what percentage of calls were responded to within criteria. How is response time measured for a call?

A) Call Entry to first Contact Made {CT) coded in the call received
B) Call Entry to last Contact Made (CT) coded in the call
C) Call Entry to first Solution Given code
D) Call Entry to Call Requeue

4. When a PMR has been misqueued to an incorrect inbound queue, who should be notified and how?

A) For a OneTeam PMR. open a OneTeam Centre Track record and for a US PMR, open a Software Centre Track record.
B) For a OneTeam PMR. send a secondary back to the FrontEnd (FE) and for a US PMR. call the person who opened the PMR.
C) For a OneTeam PMR, open a Software Centre Track record and for a US PMR, contact the person who opened the PMR.
D) For a OneTeam PMR, send a secondary back to the FE and for a US PMR. open a Software Centre Track record.

5. For what purpose will a client use the Passport Advantage website?

A) Download products that the client is entitled to download.
B) Download fixes for products that the client is entitled to download.
C) Download products that the client is not entitled to.
D) Download fixes for products that the client is not entitled to download.

問題與答案：